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Jurnal

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA BUSINESS GOVERNMENT AND ENTERPRISE SERVICE (BGES) PT. TELKOM WITEL SULTRA

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 3 No. 1 (2019) · pp. 01–10

DOI
10.33772/jumbo.v3i1.7211
ISSN
2502-4175
Published
2019-06-24
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

This research is aimed to determine and analyze the Effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty through Customer Satisfaction in Business Government and Enterprise Service (BGES) of PT. Telkom Witel in Southeast Sulawesi, by applying SEM analysis. One of the benefits expected is that this research can be implemented as a data resource by PT. Telkom Witel of Southeast Sulawesi. Based on the results obtained from research and discussion, it can be concluded as follows: Customer relationship management (CRM) has a positive and significant effect on customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer satisfactionat PT Telkom Witel of Southeast Sulawesi; Customer relationship management (CRM) has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Customer satisfaction has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi;Customer relationship management (CRM) has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi.Keywords: CRM, Service Quality, Customer Satisfaction and Customer Loyalty

Collaboration network of the authors

40 authors · 188 co-authorship links · showing the 40 most connected

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  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Juharsah JuharsahAffiliation unknown6
Nasrul NasrulUniversitas Halu Oleo4
Hartini HartiniAffiliation unknown4
Endro SukotjoAffiliation unknown4
Sinarwaty SinarwatyAffiliation unknown3
Sudirman ZaidAffiliation unknown2
La HataniAffiliation unknown2
Nofal NurAffiliation unknown2
Samdin SamdinAffiliation unknown2
Isalman IsalmanAffiliation unknown2
Alida PalilatiAffiliation unknown2
Hayat YusufAffiliation unknown2
Noval NurAffiliation unknown2
Hasanuddin BuaAffiliation unknown2
Triya AndayaniAffiliation unknown1
Aidin Hudani AwasinombuAffiliation unknown1
Arham ArhamAffiliation unknown1
Muh. TaufikAffiliation unknown1
Eko Putra SugialeAffiliation unknown1
Farhan Ramdhani IstianandarAffiliation unknown1
Heriyanto HeriyantoAffiliation unknown1
Siti Nur AisyahAffiliation unknown1
Eliyanti MokodompitAffiliation unknown1
Nurul IttaqullahAffiliation unknown1
Adhitya Al QadriAffiliation unknown1
Harmi HarmiAffiliation unknown1
sappodin sappodinAffiliation unknown1
Rachmad Rialdy HasanAffiliation unknown1
Nurwiah BahrinAffiliation unknown1
Olivia Anindyta MashudAffiliation unknown1
Murdjani KamaluddinAffiliation unknown1
Muhammad Aswin Mukka IpoAffiliation unknown1
Buyung SaritaAffiliation unknown1
Salma SalehAffiliation unknown1
Pahrul PahrulAffiliation unknown1
Noval MonaliAffiliation unknown1
Aninna Mulyawati BaridinAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA BUSINESS GOVERNMENT AND ENTERPRISE SERVICE (BGES) PT. TELKOM WITEL SULTRA</dc:title>
	<dc:creator>Octavia, Anna Stasia</dc:creator>
	<dc:creator>Patwayati, Patwayati</dc:creator>
	<dc:creator>Rommy, Nursaban</dc:creator>
	<dc:description xml:lang="en-US">This research is aimed to determine and analyze the Effect of Customer Relationship Management (CRM) and Service Quality on Customer Loyalty through Customer Satisfaction in Business Government and Enterprise Service (BGES) of PT. Telkom Witel in Southeast Sulawesi, by applying SEM analysis. One of the benefits expected is that this research can be implemented as a data resource by PT. Telkom Witel of Southeast Sulawesi. Based on the results obtained from research and discussion, it can be concluded as follows: Customer relationship management (CRM) has a positive and significant effect on customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer satisfactionat PT Telkom Witel of Southeast Sulawesi; Customer relationship management (CRM) has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi; Customer satisfaction has a positive and significant effect on customer loyalty at PT Telkom Witel of Southeast Sulawesi;Customer relationship management (CRM) has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi; Service quality has a positive and significant effect on customer loyalty through customer satisfaction at PT Telkom Witel of Southeast Sulawesi.Keywords: CRM, Service Quality, Customer Satisfaction and Customer  Loyalty </dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2019-06-24</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/7211</dc:identifier>
	<dc:identifier>10.33772/jumbo.v3i1.7211</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 3, No 1 (2019): Jurnal Jumbo Vol 3 No 1; 01-10</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v3i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/7211/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
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